Customer Journey Map

A way to understand and optimize customer experiences and interactions with your business.

Other UX services

What is a customer journey map?

A customer journey map is used to visualize the customer journey. The user's experiences and interactions with your company are represented as touchpoints. The customer journey includes different phases, such as the perception of your offer, the search for information, the purchase process, the use of your offer or service, and customer retention. The aim of the method is to understand, redesign and improve the user experience from a user perspective. The Customer Journey Map helps to increase customer satisfaction, based on the expectations, needs but also difficulties of your users. Thus, all your touchpoints can be considered and optimized. Overall, the Customer Journey is a valuable method to improve the user experience and increase customer loyalty.

How is a customer journey map created?

Define goals

Together we define the goal of the workshop and which aspects and phases of the customer journey and their touchpoints we want to look at.

Determine customer segments

Together, we identify the most important customer segments with their needs and expectations.

Create Customer Journey Map

Together, we create the Customer Journey Map, which depicts the relevant use cases and shows the customer's touchpoints with their company.

Analyze touchpoints

Then we analyze the touchpoints to understand the needs, difficulties and emotions of the users. From this, we derive the challenges in which the user experience can be optimized.

Idea generation

From the challenges identified in the workshop, we generate ideas for you to optimize the user experience at the relevant touchpoints. We derive concrete measures for your digital application.

Benefits of the Customer Journey Map

Enhance the user experience

Reach your customers where they are. Bring customers to your digital product through multiple channels. Take the opportunity to make the customer journey as pleasant and easy as possible.

Increase customer loyalty

Identify potential to provide a good experience for your customers before, during and after the purchase. Look at where your users have problems and offer them solutions.

Use your resources more efficiently

Find out which touchpoints have the most impact on customer satisfaction. Put your resources where the most attention is needed. With the right message in the right place at the right time, you can get your users to their destination in a simplified way while streamlining internal operations and using resources more efficiently.

Increase your conversion rate

Satisfied customers stay longer and come back more often. The goal is to create a seamless, valuable, and engaging customer experience that leads users to conversion.

When is a customer journey map useful?

With a customer journey, you can define challenges to your digital product and take targeted measures. This means that your product can be optimally aligned with the needs of your customers and you can increase customer loyalty. If the customer journey map is updated regularly, new needs and expectations of your customers can be identified at an early stage.

We are there for you  

Our skilled user experience and UI design team have a thorough knowledge of customer journey maps and will be happy to answer any questions you may have.  

UX Design Team

What makes Arcmedia special

Personal advice

With our personal, expert advice, your questions and concerns will never go unanswered.

A wealth of experience

We have been at home in the digital world since 1995. Take advantage of our expertise and experience.

Transparent communication

To guaranteeing transparent communication, we work with the established project management tool Jira.

Our values

“Humanity”, “guidance” and “progressiveness” guide us in our daily work. And it is a central goal that every project comes in on time, on budget and on scope.